Operations Supervisor, Dispatch, Automotive Job in Edmonton, Alberta Canada
The Position:
This position primarily focuses on maintaining and improving agreed standards of service to ensure our members receive fast, efficient and quality service at road side on a consistent basis throughout Alberta and Northwest Territories. This position is also responsible for maintaining positive team relations and employee satisfaction.
Major Accountabilities/Responsibilities:
- Work collaboratively with and support all staff in the service delivery chain which includes Member Service Representatives, Dispatchers and Fleet
- Actively interact with Team Supervisors to promote an engaged and positive work environment and to ensure employee and member concerns are addressed in a timely fashion
· Build strong working relationships with the Team Supervisors and provide leadership/mentorship in the areas of training, total rewards and performance management
· Effectively meet or exceed service levels in accordance to CAA Quality Standards in terms of call processing, member satisfaction and employee productivity
- Take ownership of escalated member issues to resolve complaints by listening, offering empathy, and negotiating solutions. Look for ways to accommodate members in unique situations and provide assistance to non-members in special circumstances, according to Club offerings and policies. Ensure proper documentation and consultation for resolution in a timely manner
- Ensure all Dispatchers receive comprehensive orientation, support and training and assist in scheduling of core educational requirements
- Ensure PTA’s (promised time of arrival) are updated and represent a reasonable and logical estimate of member wait time and are being responded to within guidelines
- Monitor calls that exceeded PTA quotes to ensure members have been informed of any delays and all action has been taken to ensure member safety and peace of mind
- Work with Operations Supervisor, Contact Centre to ensure collaboration and feedback occur on processes across the Roadside Assistance department
- Ensure fleet operations are fully utilized prior to using backup facilities
- Work collaboratively with Inbound Contact Centre management to identify and manage extreme operating conditions
- Work collaboratively with Technical Services to coach improved performance from contractors and identify areas of the territory where additional contracted support may be required
· Back up support for the Operations Supervisor, Contact Centre, Automotive including guidance and assistance to Member Services staff in matters relating to member questions, concerns or Roadside Assistance coverage
Background (Education/Licenses/Work Experience):
- Post secondary education in a relevant field is preferred but not mandatory
- Significant related experience or equivalent combination of education and experience
- Current security clearance will be required upon hire
Skills Proficiency:
- Proficient PC knowledge including Microsoft Office products and navigating computer applications including in-house software systems and contact centre applications
- Effective communicator with the ability to listen attentively and maintain respectful and cooperative relationships with members, club personnel, customers, and co-workers
- Good team building skills, proven in leading a dynamic team
- Effective problem solving and conflict resolution skills
- High level of comfort dealing with a variety of customers interactions/escalations over the phone
- Demonstrated leadership skills necessary to handle on-the-spot decisions and ability to act calmly under pressure
- Highly organized and results driven individual who is able to prioritize and handle multiple tasks
Personal Characteristics:
· Communicates openly and honestly and builds relationships based on trust, respect and caring
· Committed to the development of direct reports through effective communication, coaching and performance measurement
· Demonstrates an approachable, caring, friendly and customer service oriented attitude. Conducts him/herself in a manner that portrays fairness, honesty, and integrity
· Professional individual who has a flexible approach to work issues
· Develops productive and cooperative working relationships
· Collaborative and team oriented individual who is accessible and approachable to all staff
· Recognizes and adopts a sense of urgency and communication style dependent on the caller and their situation
Additional Comments:
Candidates will be required to work 40 hours per week, Monday through Friday, 9:00 am to 5:00 pm. This position is required to work some statutory holidays and does rotate into shift work at times. Flexibility with overtime and shifting will be required during extreme weather conditions.
Please quote the Job Number and position title when submitting your resume.